Client Spotlight

Seattle, Washington

Challenge: Premier Homes hired AVID to survey customers and assess how well the builder was delighting its homebuyers. Using the survey results, Premier worked on problem areas independently and was performing well compared with other homebuilders. However, the company had reached at plateau in customer delight, and rather than settling for better than average, the company wanted to be the best in customer delight. That’s when Premier enlisted AVID to develop new strategies for improving the home-buying experience, as well as implementation tactics that would help the company achieve greater success.

AVID Solution: AVID conducted an organizational audit and identified opportunities for improving the customer experience and generating more referrals. In particular, AVID discovered that Premier’s existing process map wasn’t detailed enough to guide the organization. To provide a stronger tool for program development, AVID redid the process map to include deeper layers of information that
were key to developing new strategies. Using this new information, AVID helped the company implement a series of touch points in which employees could be more proactive with their customer interactions. In addition, AVID trained employees on how to better establish customer
expectations to avoid many of the things that can lead to dissatisfaction. Meanwhile, AVID also advised Premier Homes on the development of the company’s lifetime warranty — a hallmark of the builder’s new corporate culture.

Results: Premier has become the market leader with customer satisfaction ratings above the industry average. Before working with AVID, Premier’s average Total Home Buyer Satisfaction score was 78 — below the industry average. With AVID’s help, the builder’s score has risen more than 7 points to 85.2 — above the industry average. During the same time period, the North American average score only went up by 0.4 and the West region average remained the same. Premier has also seen an 11-point increase on its “recommend to a friend” average score, while the North American industry average score only went up by 0.7 and West Region average stayed the same. In addition to greater customer delight and loyalty, the company has strengthened its brand, reduced warranty costs, increased employee performance and loyalty, and reaped the benefits of greater overall efficiencies in its day-to-day operations.

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